Arcadia2mo ago

USD 100000–140000/yr

Senior Manager, Customer Success

Remote (usa) · (usa)RemoteFull-time Remotesenior

Customer Success ManagerManager, Customer SuccessCustomer Success

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Quick Summary

Overview

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex,

Technical Tools

Customer Success ManagerManager, Customer SuccessCustomer Success

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.

We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.

For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

As a Senior Customer Success Manager (Senior CSM) at Arcadia.io, you will take ownership of a portfolio of enterprise and strategic customers, ensuring alignment between Arcadia’s solutions and customers' business objectives. You will also lead a team of Customer Success Managers (CSMs), providing mentorship, guidance, and oversight to drive best-in-class customer outcomes. The Senior CSM plays a key role in fostering long-term relationships, driving adoption, and delivering strategic value to customers.

You will leverage your expertise in healthcare technology, data analytics, and customer success best practices to proactively manage customer health, escalate risks, and identify opportunities for growth. This role requires a blend of strategic thinking, technical acumen, and leadership to ensure that Arcadia’s customers maximize the value of our solutions.

In this position, you will work closely with division leaders, customer success managers, implementation management, production support SMEs, engineering, product managers and service desk teams.

What Success Looks Like

In 3 months

- Complete Arcadia Core Platform certification and onboarding requirements

- Successfully onboard to all customers in assigned portfolio

- Establish relationships with key stakeholders across assigned accounts

- Develop strategic account plans for customers under management

- Gain proficiency in Arcadia’s data processes and platform capabilities

- Coordinate with internal teams to create and execute against project timelines

- Deploy structure for managing, mentoring and coaching Customer Success Managers in your pod

- Show a base understanding of how Arcadia supports several population health programs focused on Cost, Utilization, Quality and Risk performance

- Have a strong understanding of Arcadia’s security protocols and processes

- Convey ideas and solutions effectively, professionally and with appropriate sensitivity through verbal and written communication

In 6 months

- Lead customer strategy sessions, ensuring clear roadmaps and adoption plan to help clients reach their business goals

- Proactively identify at-risk accounts and implement retention strategies

- Provide hands-on training and mentorship to Customer Success Managers

- Understand Arcadia’s data ingestion processes and be able to troubleshoot processing issues at a high-level

- Be able to guide clients through recommended product configurations that are in alignment with clients’ goals and initiatives

- Demonstrate fluency in the interconnectivity between product functionality, data quality, data dependencies, and a client’s end use case

- Use technical skills and critical thinking to assist in investigating highly complex issues. Develop and execute against remediation plans

- Understand and translate issue impact relative to customers’ business needs

- Full accountability for direct Customer Success Managers who are leading small to medium implementation projects for Arcadia data feeds and applications

- Leverage Arcadia tools to monitor adoption of Arcadia capabilities and flag risks

- Alongside a division leader, co-lead a contract renewal strategy for an applicable customer

- Partner with Strategic Growth team to drive upsell and cross-sell opportunities

In 12 months

- Lead process improvement initiatives to enhance customer success operations

- Contribute to hiring and training efforts for growing the Customer Success team

- Own and execute customer expansion strategies, driving measurable business value

- Be wholly responsible for leading and completing a customer’s contract renewal

- Contribute to hiring efforts for growing the Customer Success team

Manage, mentor, and coach Customer Success Managers, fostering a high-performance culture

Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers

Developing strong customers relationships and effectively communicating with executive stakeholders

Learning customers’ business goals to facilitate delivery of projects and capabilities to support the strategic vision of each customer

Lead quarterly business reviews (QBRs) to assess customer performance, demonstrate ROI, and define strategic initiatives

Develop and execute customer success plans that align Arcadia’s solutions with customer business objectives, ensuring measurable outcomes

Partner with customer success managers in your pod to drive adoption and expansion of Arcadia’s capabilities, increasing customer value and engagement

Act as a trusted advisor, guiding customers on industry trends, best practices, and data-driven decision-making

Define and implement the best practices for account management, issue resolution, and strategic planning

Support team members in managing escalations, resolving complex challenges, and driving customer satisfaction

Collaborate with Product, Engineering, and Implementation teams to relay customer feedback and drive product enhancements

Work closely with the Strategic Growth team to identify upselling and expansion opportunities within assigned accounts

Oversee contract renewals, ensuring proactive engagement and retention strategies

Gain an in-depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs by mastering the Arcadia Product Suite

5+ years of experience in Customer Success, Account Management, or Consulting within healthcare technology

2+ years of experience managing and mentoring customer success or account management teams

Bachelor’s degree in IT or related technical field (Computer Science, Information Management, Mathematics, or other analytical discipline) or equivalent professional work experience

Strong understanding of value-based care, population health, and healthcare data analytics

Exceptional ability to translate complex technical concepts into business value for customers

Strong communication skills including the ability to interact with customers and explain technical concepts and product functionality clearly

Experience managing executive-level relationships and driving C-suite engagement

Excellent communication skills, including the ability to present to diverse audiences

Excellent presentation and communication skills, including the ability to create compelling materials in Microsoft PowerPoint, Excel, Word, etc.

Regularly learn new skills, make timely decisions, and adapt well to change

Strong analytical, quantitative, problem solving and organization skills

Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines

Thrive as a self-starter with the curiosity and tenacity to learn complex concepts

Exceptional ability to complete committed follow-ups and tasks

Ability to travel approximately 30%

Multiple years in IT support and relevant experience in value-based care/population health management

Experience using technologies such as SQL Server, JIRA and others to aid our customers in resolving complex big data issues. Additional programming language experience is a plus

Experience interacting with Product and Engineering teams to identify and implement improvements to the software, and installation and configuration processes based on field Experience in value-based care

A robust understanding of EHR and claims data

Proven ability to lead successful client meetings with executive, operational, clinical, and technical stakeholders

Knowledge of HIPAA, experience with EHR and/or Claims data, or experience in a secure data systems environment is a plus

Be a key leader in transforming healthcare technology and improving patient outcomes

Support a wide variety of customers in the healthcare space – all focused on pulling healthcare tech into modernity

Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care

A flexible, remote friendly company with personality and heart

Employee driven programs and initiatives for personal and professional development

Great benefits like flextime time off

Being a member of the Arcadian and Barkadian Community

Listing Details

Posted: February 5, 2026
First seen: March 26, 2026
Last seen: April 22, 2026

Posting Health

Days active: 26
Repost count: 0
Trust Level: 51%
Scored at: April 22, 2026

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Arcadia

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Arcadia is a healthcare technology company that transforms data into actionable insights to accelerate healthcare transformation for providers, payers, and life sciences organizations.

Employees

350

Founded

2002

Jobs

View 16 jobs

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Salary

USD 100000–140000

per year

Apply now

External application · ~5 min on Arcadia's site